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The Definitive Guide: IVA vs IVR and What’s Right for Your Contact Center

SmartAction

Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Understanding the key differences between IVR and IVA is crucial for businesses looking to optimize their customer service. A way to see the differences between IVR and IVA is to learn the pros and cons of each.

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Conversational AI 101: NLU and IVR for Beginners

SmartAction

One way that IVA “levels up” from the typical IVR is that an IVA will utilize natural language understanding, or NLU. Since 2002, SmartAction has helped 100+ industry-leading brands streamline their contact centers and take their customer experience to the next level through AI voice, text, and chat.

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What is the best scale for customer satisfaction surveys?

Customer Relationship Metrics

Categorical scales must be repeated multiple times to insure the correct application by the respondent, thereby limiting the effectiveness of the approach in the post-call IVR survey methodology where the goal is to quickly collect responses to as many research variables as will be acceptable. How will the survey results be used?

Surveys 90
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Adding a Chatbot: Trust a Pro or Build it Yourself?

SmartAction

When there is an inconsistent experience, everyone gets frustrated because of the repetitive data collection by chatbots, IVR, and live agents. For instance, if a client switches from a conversation with an AI chatbot to a phone call, the IVR is unlikely to know that the user had just been conversing with the bot.

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Purchasing Power’s AI-Powered Virtual Agent Wins Top Honor for Excellence in Self-Service

SmartAction

Brands from around the world competed in the “Big Kahuna” category, recognizing companies for excellence in self-service, including Virtual Assistants, web self-service, interactive voice response, and integrated customer collaboration and support capabilities. . Purchasing Power is a Flexpoint Ford, LLC company.

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Conversational AI: Trends to Watch in 2023

SmartAction

Since 2002, SmartAction has helped 100+ industry-leading brands streamline their contact centers and take their customer experience to the next level through AI voice, text, and chat. These are a few value points that will drive the CAI market in 2023.

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Expert Advice with Seasoned BPO Advisor and CX Specialist, Peter Ryan

Vistio

” The first thing I did, this is 2002 or 2003, remember, I went to Yahoo, not Google, but Yahoo and looked up, “What is CRM?” Within a couple of days, I got a callback and they were asking if I’d be interested in interviewing for their CRM team. And I said, “Of course. I’d be delighted.”